Customer Service Management
Resume:
Greenville, SC *****
abmcot@r.postjobfree.com
Cassie G.
Patterson
Summary
A professional with an extensive background in fraud management, employee
relations, conducting investigations, and training. Excellent communication, time
management, report writing, presentation, and customer service skills.
Experience
Fraud and Compliance Manager 10/ 2003 – 5/2010
TeleTech Holdings Englewood, CO
• Investigated incidents of fraud, information security violations, sexual harassment,
discrimination, and claims of wrongful dismissal.
• Investigated fraud claims totaling $3 million from 2003 – 2005 for a Fortune 500,
telecommunications client. Implemented an audit process, training and awareness
programs and decreased dollars lost to fraud to less than $100,000.
• Successfully investigated sexual harassment, discrimination, and wrongful dismissal
claims resulting in no complaints being submitted to the Equal Employment
Opportunity Commission.
• Prepared and delivered investigative findings and remediation plans to clients, client
partners, senior management and legal team.
• Conducted evaluations of clients’ systems, policies, processes, and procedures for
security and fraud risks and developed recommendations to address inconsistencies.
• Conducted quarterly risk assessments to ensure service delivery centers were
compliant with Company processes and procedures and developed remediation
plans to address deficiencies.
• Co-authored and conducted training programs for management and customer service
representatives on fraud prevention, detection, and deterrence resulting in a
proactive reporting of fraud and suspicious activity committed by employees.
• Co-authored and conducted training sessions with management and customer
service representatives on sexual harassment prevention and avoidance resulting in a
75% decrease in sexual harassment claims.
• Sourced, implemented, and managed We Hear You, the Company’s whistleblower
hotline.
• Assisted with the creation and design of quarterly communications campaigns to
remind all employees globally of all Compliance initiatives.
Customer Service Team Lead 2/2002 – 10/2003
TeleTech Holdings Hampton, VA
• Investigated internal incidents of fraud and suspicious activity that occurred
on approximately 900 – 1,000 individual employee business phone accounts.
• Created an audit process to aid in identifying fraudulent activity and
suspicious activity that occurred on employee business phone accounts.
Results of the audits were shared with the operations management team for
further review, analysis, and remediation.
• Maintained inventory records of all Nextel employee business phones.
• Managed the service and repair program for all Nextel employee business
phones.
Employee Business Phone Administrator 7/2001 – 1/31/2002
Nextel Communications Hampton, VA
• Managed approximately 900 – 1,000 individual employee business phone
accounts.
• Issued Nextel business phones to new employees.
• Maintained inventory records of Nextel employee business phones and
accessories.
• Issued replacement phones for damaged or lost/stolen phones with 48 hours
of initiating a replacement claim.
• Managed the service and repair program for all Nextel employee business
phones.
Dealer Support Team Lead 10/2000-
1/2002
Nextel Communications Hampton, VA
• Handled escalated issues from Nextel dealers and customers.
• Assisted customer care representatives with complex issues involving but not
limited to billing issues and troubleshooting of Nextel phones.
• Provided information to care representatives about monthly marketing
promotions, policies, and procedures.
• Provided on-the-job-training for new product/system releases and procedural
updates.
• Monitored and provided feedback on call quality and daily performance of a
team of customer care representatives.
• Wrote and reviewed monthly performance evaluations with
Representatives.
• Issued Performance Improvement Plans and Corrective Actions when
applicable.
• Consulted with upper level management in regards to system issues,
problems with marketing promotions, and procedural updates.
• Severed as interim Supervisor for Dealer Support from February to May
2001.
Customer Care Representative 9/1999-10/2000
Nextel Communications Hampton, VA
• Handled customer care and dealer care issues.
• Educated customers on the function and usage of Nextel products and
services.
• Established and negotiated billing plans; and restructuring, modifying
and crediting customer accounts.
• Supported supervisor by mentoring to new hires.
• Assisted Billing and Research department by doing account restructures,
business network conversions, and other complex billing issues.
Education
Troy University- Atlantic Region, Norfolk, VA
Masters of Public Administration, June 2003
Hampton University, Hampton, Virginia
Bachelors of Science in Marketing, May 1999
Training
• Reid Interviewing and Interrogation Technique
• Principles of Fraud Examinations
Organizations
• Association of Certified Fraud Examiners
• Society for Human Resources Management
References available upon request
Contact this candidate